Forty-five years ago, the Legislature created this agency on a straightforward premise: that older adults and people in long-term care deserve someone in their corner. That premise still guides everything we do.
I've spent seven years here, in three roles, and each gave me a different view of the same work. The constant has been service. It is the thread running through every program, whether that's an ombudsman sitting down with a resident, a volunteer making a facility visit, or a counselor helping a Medicare beneficiary sort through their options. I've seen a tremendous evolution in how we do our work and how we reach communities across all 72 counties. What hasn't changed is the reason behind it.
I am grateful to our Board members and staff, who show up every day, including the hard ones, and to the residents, beneficiaries, and family members who trust us with their concerns.
Forty-five years of advocacy is a milestone worth marking. We mark it with gratitude for the people who have trusted us, and with a renewed commitment to the quality of service they deserve.
Jessica Trudell
Executive Director, Board on Aging and Long Term Care
In 2026, the Board on Aging and Long Term Care is celebrating 45 years of protecting the rights, dignity, and choice of Wisconsin's older adults and Medicare beneficiaries.
Highlights Over 45 Years
Board members pose with 45th anniversary commendation from Governor Tony Evers.
Read the Commendation (PDF)
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1981 - Agency Foundation: The Wisconsin Legislature creates the Board on Aging and Long Term Care to advocate for older adults and house the Long-Term Care Ombudsman Program.
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1984 - Medigap Helpline: Adds free, statewide insurance counseling to help Medicare beneficiaries navigate complex health plans.
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1985-1988 - Early Care Expansion: Extends advocacy to cover Adult Family Homes and individuals enrolled in early Medicaid waiver programs.
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1994-2003 - Volunteer Ombudsman Program: Launches and expands a network of trained volunteers to visit nursing homes and advocate for residents' rights.
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2006-2007 - Managed Care & Relocation Support: Broadens oversight to residential care apartment complexes (RCACs) and managed care programs (like Family Care, Partnership and PACE), while introducing dedicated advocacy for residents facing facility closure.
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2012 - Medicare Part D Helpline: Introduces specialized prescription drug counseling for beneficiaries age 60 and older.
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2014 - Veterans' Advocacy: Establishes a dedicated ombudsman to serve residents within Wisconsin's veterans' homes.
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2018 - IRIS Program: Extends advocacy to self-directed long-term care participants.
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2023-2026 - Modernized Leadership & Expanded Access: The State Ombudsman is authorized as a full-time position and the Medigap Helpline adds a Director position to enhance support for Medicare beneficiaries and address helpline capacity. The newly renamed Ombudsman Volunteer Program expands volunteer advocacy into assisted living facilities, and the Medigap Part D Helpline opens counseling services to beneficiaries of all ages.
Impact by the Numbers
In 2025, the Wisconsin State Long-Term Care Ombudsman Program:
- Served over 129,000 Wisconsin residents living in long-term care facilities and enrolled in Wisconsin's Medicaid long-term care programs.
- Investigated 3,431 complaints and made 4,416 total facility visits.
- Made information and assistance contacts to 6,527 individuals and 2,172 long-term care providers.
- Completed over 200 community education opportunities and training sessions for long-term care providers.
Learn more: FFY2025
State Long-Term Care Ombudsman Program Annual Report (PDF)
In 2025, the Ombudsman Volunteer Program:
- Supported 99 volunteer advocates.
- Donated 6,527 hours.
- Conducted 2,234 visits to long-term care homes.*
*In State Fiscal Year 2025; other data is from Federal Fiscal Year 2025.
Learn more:
FFY2025
State Long-Term Care Ombudsman Program Annual Report (PDF)
In 2025, the Medigap Helpline Program:
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Managed 11,042 contacts for one-on-one Medicare insurance-related counseling.
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Served 2,481 Medicare beneficiaries alone during the Medicare Open Enrollment Period (October 15-December 7).
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Completed outreach and public education that reached 105,464 Wisconsin residents on Medicare-related insurance topics at a total of 100 unique events across Wisconsin.
Learn more: 2025 Medigap Helpline Program Year in Review (PDF)
BOALTC staff celebrate the agency's 45th anniversary in August 2026.
Looking into the Future
The Board on Aging and Long Term Care is committed to ensuring the voices of older adults are elevated, their choices are protected, and they have access to trusted information, resources, and advocacy.
In carrying out this role, the Board will:
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Elevate the voice and lived experience of consumers, including older adults, long-term care consumers, and Medicare beneficiaries.
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Advise decision-makers on issues affecting consumers.
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Advocate for changes to state law, administrative policy, or program rules that improve long-term care and Medicare-related systems and protect consumer rights.
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Ensure agency capacity (resources, training, partnerships, and infrastructure) to respond to the complexity of consumer needs and aging demographics.
Stories of Impact
"I just want to reiterate my appreciation for the Medigap Helpline's knowledge and service in conjunction with the SHIP program. I phoned Medicare today to enroll. I believe that this all went so smoothly much due to the accurate and detailed information you shared with me yesterday." -
Medicare beneficiary
"I spoke with the Medigap Helpline two different times in the past week. The insurance counselor was very patient with my questions about all of the options I was looking at for Medicare Supplementals. They were very knowledgeable. I'm not sure how their rating system works but I would give them 5/5 stars or 5 thumbs up. They helped educate me so I could make a very big decision on what plan to sign up for." - Medicare beneficiary
"My wife has been able to successfully transition back to Medicare and has secured a Medigap policy and a Part D plan. None of this would have occurred without the Medigap Helpline's assistance. Helping my wife to obtain proper care for her health conditions and to secure reasonable insurance coverage has been extraordinarily stressful. You have been one of the few resources during this period who has provided valuable assistance to us, and both of us are deeply grateful for your help." -
Medicare beneficiary
"The Ombudsman has been our mom's voice and our partner. We wish to recognize the Ombudsman's work and thank your agency for making this expertise available to us. Our mom's quality of life is greatly enhanced and we are thankful for that." -
Family member of a long-term care resident
"Your presentation on Rights, Roles, and Responsibilities in Wisconsin's Long-Term Care System was top notch, and incredibly relevant and useful to our members." -
Zach Gebert, President of the Wisconsin Guardianship Association, following a 2026 member presentation
"You help me feel like I'm not alone." -
Long-term care resident, speaking to a volunteer advocate